Roundtable Event

What is Member Experience?

Join your Council leadership and two Operations & Member Experience practitioners to hear more about what we mean by “member experience”. What does it mean in a credit union? Why did we change our name to reflect this critical element of our member offering?

Hear fellow Council members discuss:

Perspectives on understanding the Member Experience. What is the Planned Experience versus the Actual Experience. How do you get to the ideal experience?

Making the case for Change. Moving from Mapping to Doing

Defining the change. The role of research, prototyping and feedback

The use of data analytics and member feedback in improving the member experience

Coaching employees on the value of offering our products and services

The role integrity plays in shaping the member experience

The impact of the front and back office relationships on the overall member experience